Quality, Coaching & Performance

Ten questions on quality frameworks and coaching — calibration, sample size, scorecard design, speech analytics and why tying bonuses to quality scores backfires.

Every topic these questions touch on is covered properly in the Call Centre Hub — all our resources in one place, so you’re not hunting across the site for them.

, every topic these questions touch on is covered properly in your Call Centre Hub — all our resources in one place, so you’re not hunting across the site for them.

Everyone on your membership has the full Call Centre Hub — all our resources in one place, so your team isn’t hunting across the site for them.

Questions10, multiple choice
TimeAbout 5 minutes
LevelPractitioner
CostFree to take

Visitor accessYou’ll get your score and see which answers you got wrong at the end. A free Subscriber account shows you the correct answer as you go, and how your score compares to everyone else’s.

Quality, Coaching & Performance

Building a quality framework people trust, coaching that actually changes behaviour, and the difference between measuring performance and improving it. Ten questions for team leaders, quality analysts and contact centre managers.

The number of attempts remaining is 1

1 / 10

Which approach best describes quality monitoring for improvement rather than quality monitoring for control?

Using assessment findings to fix the processes and systems causing repeated failures

Increasing the number of assessments per agent each month

Publishing a league table of agent scores

Linking quality scores directly to individual bonuses

2 / 10

An agent quality scores are strong but their customer satisfaction is consistently below team average. What should you investigate first?

Whether the scorecard rewards process compliance over genuinely resolving the customer issue

Whether the agent is manipulating the survey

Whether the agent needs additional product training

Whether the customers surveyed were unusually difficult

3 / 10

What is the most common failure of a quality programme that samples a fixed number of contacts per agent per month?

The sample is too small to say anything reliable about an individual performance

It takes too much assessor time to be sustainable

It over-samples high performers

It cannot be automated

4 / 10

What is the main purpose of calibration in a quality assurance programme?

To make sure different assessors score the same interaction the same way

To set the pass mark for the quality scorecard

To confirm the sample size is statistically valid

To check the recording system is capturing every interaction

5 / 10

Which is the best use of agent self-assessment within a quality programme?

Having the agent score their own interaction before the coaching conversation, then discussing the differences

Replacing assessor scoring to save time

Allowing agents to select which contacts get assessed

Using self-scores to set the team monthly target

6 / 10

What is the primary risk of tying individual bonuses directly to quality scores?

It turns coaching conversations into negotiations and pushes assessors to inflate scores

It is prohibited under most awards and agreements

It reduces the number of assessments that can be completed

It makes calibration sessions unnecessary

7 / 10

Why is coaching to a single low-scoring call usually less effective than coaching to a pattern?

One call may be an outlier, and behaviour change comes from addressing habits rather than incidents

Agents are not permitted to discuss individual recordings

A single call is too short to contain useful evidence

Patterns are easier for a team leader to document

8 / 10

Which of the following is the strongest sign a quality scorecard needs redesigning?

Scores are consistently high while customer satisfaction is flat or falling

Agents disagree with individual scores from time to time

The average score varies between teams

It takes assessors longer than expected to complete

9 / 10

What does speech analytics most usefully add to a traditional quality programme?

Coverage of every interaction rather than a small manual sample

A replacement for human assessors

Faster call recording playback

Automatic scoring of agent empathy

10 / 10

In coaching, what does the GROW model stand for?

Goal, Reality, Options, Will

Guide, Review, Observe, Reward

Growth, Results, Ownership, Wins

Goal, Repeat, Outcome, Work

Subscriber access, you’ll see the correct answer as you go and how your score compares to the average.

Member access, take this as many times as you like. Score 100% and your certificate is available immediately, and every attempt is saved to your Quiz Dashboard.

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Browse all industry quizzes · General knowledge trivia to run with your team · Business FAQs & support videos

Where to next

New to ACXPA? These quizzes are one small piece of a much bigger practitioner toolkit.

All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.Trivia quizzes to run at workGeneral knowledge quizzes built for team meetings and huddles.CX Maturity Pulse CheckA free, fast read on where your organisation’s CX capability actually sits.The Call Centre HubAll our CX resources in one place — diagnostics, templates, calculators and frameworks.Call Centre RoundtablesA live panel with senior CX practitioners on the first Wednesday of every month. The latest session is free.The full resource libraryEverything ACXPA offers across every discipline, in one place.

Where to next

, here’s what else is open to you on the CX side.

Your Quiz DashboardEvery attempt, score and certificate you’ve earned, in one place.All industry quizzesQuizzes across customer service, contact centres, CX, workforce management, leadership and more.CX Strategic Maturity AuditBenchmark your organisation across six strategic pillars, then re-run it to track how far you’ve moved.Your Call Centre HubAll our CX resources in one place — diagnostics, templates, calculators and frameworks.Call Centre RoundtablesMonthly live panel plus the full archive — searchable transcripts, key moments and executive summaries.Trivia quizzes to run at workEditable general knowledge kits for team meetings and huddles.

What you get with each level

Everyone can take the quiz. What changes is how much the quiz tells you afterwards — and how much of it you keep.

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What visitors, free subscribers and ACXPA members each get from an industry quiz
	Not signed inNo sign-upYou are here	Free SubscriberFree account, no paymentYou are here	ACXPA MemberIndividual, Business or VendorYou are hereYour team
Take any quiz on the site	Included	Included	Included
Your score, the moment you finish	Included	Included	Included
See which questions you got wrong	Included	Included	Included
See the correct answer	Not included	Included	Included
How your score compares with everyone	Not included	Included	Included
The reasoning behind every answer	Not included	Not included	Included
Retakes	One attempt	One attempt	Unlimited
Certificate each time you reach 100%	Not included	Not included	Included
Results kept in your dashboard	Not included	Not included	Included
The two 50-question ACXPA benchmarks	Not included	Not included	Included
Quizzes with your team
Monthly general knowledge trivia kit — editable questions and answers to run with your team	Not included	Not included	Included
Self-paced courses with a certificate for each one you finish	Not included	Not included	Included

The quizzes are the smallest part of it

Membership opens up the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. See what’s included.

The quizzes are the smallest part of it

Your membership includes the whole ACXPA toolkit — tools, calculators, diagnostics, templates, benchmarking data and live sessions, all in one place. Browse your resources.

You’re signed in with the admin account for . Everyone holding a member account under your membership has full quiz access — results and certificates are recorded against their individual account, so sign in with your own Individual Account to take a quiz yourself.

See membership options Browse the resource library

Quality, Coaching & Performance

Quizzes are taken on individual accounts

Where to next

Where to next

What you get with each level

The quizzes are the smallest part of it

The quizzes are the smallest part of it

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Quality, Coaching & Performance

Quizzes are taken on individual accounts

Where to next

Where to next

What you get with each level

The quizzes are the smallest part of it

The quizzes are the smallest part of it

Leave a reply

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